Command Centre Operations Manager

SUMMARY:
We are looking for an experienced Command Centre Operations Manager to lead the effective operation and continuous improvement of our technology-enabled 24/7 Command Centre

Location: Durban North

POSITION INFO:
Key requirement Relevant qualification Approximately 5-8 years of relevant operational experience, including at least 3 years in a management or senior supervisory role Experience within security, facilities management, logistics, fleet management, emergency response, telecommunications, monitoring centers or another higher-volume 24\/7 operational environment Proven experience in incident management, operational escalation, service-level monitoring and performance reporting Exposure to technology-enabled operational environments, including CCTV, alarm monitoring, tracking, access control or workforce-management systems Experience developing, implementing and maintaining standard operating procedures Relevant operational, security, risk, business management or related qualifications will be advantageous Key responsibility Manage day-to-day Command Center operations, ensuring consistent service delivery and achievement of agreed service levels and key performance indicators Lead and develop Command Center operators, supervisors and operational support teams across a 24\/7 shift-based environment Oversee workforce planning, rostering, attendance, deployments, leave, overtime and resource utilization to ensure optimal staffing and productivity Identify staffing gaps, operational exceptions and service-delivery risks, taking accountability for appropriate corrective action and timely resolution Oversee incident management, escalation, investigation, reporting and closure within required timeframes